PENGARUH KUALITAS PELAYANAN DAN KINERJA PEGAWAI TERHADAP KEPUASAN PENGUNJUNG DI PERPUSTAKAAN UMUM KABUPATEN BREBES

Abstract

Public libraries as one of the service facilities that provide various sources of information that are commonly accessed by all levels of society. This study aims to determine the effect of service quality and employee performance on visitor satisfaction at the Brebes Regency Public Library. The method in this study uses quantitative research whose data collection is by distributing questionnaires to visitors at the Brebes Regency Public Library with sampling techniques using non-probability sampling techniques totaling 92 respondents. The data is then processed using a statistical data analysis application, namely SPSS 25. The results of the study can be concluded as follows: Multiple regression results of service quality and employee performance have a positive effect on visitor satisfaction. The hypothesis test shows that the F test of service quality and employee performance has a significant effect on visitor satisfaction. The results of the service quality t test have a significant effect on visitor satisfaction, and employee performance has a significant effect on visitor satisfaction at the Brebes Regency Public Library. The result of the coefficient of determination of 0.698 means that visitor satisfaction at the Brebes Regency Public Library is 69.8%.